Dave Levy Email & Phone Number

Livonia, Mi, Us

Auburn Hills, Michigan

• Provide operational analysis to Senior Vice President of Call Center Operations for 7 different call center departments• Use Microsoft excel to create daily, weekly, monthly and ad-hoc reporting to drive and support business objectives• Identify sources of relevant data to be used for summary reporting which includes working with departmental experts to become familiar with different area processes and procedures• Apply knowledge of data modeling and statistical analysis to note trends and provide insights• Use benchmarking techniques to establish performance metrics to drive results• Research and recommend process improvements designed to mitigate operational and financial risk and maximize employee performance• Analyze program data and provide input for key decision making and strategic planning• Document procedures and business processes to ensure seamless replication and service delivery

• Oversaw and optimized work of 15 Sales and Service Call Center Representatives• Recognized four times as company "Premier Performer" for excellence in leadership and team performance• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands• Developed training, task and process guidelines and communicated clear and concise directions to employees• Monitored employee performance and provided coaching and constructive guidance to address areas of concern

• Broke down and evaluated user problems using test scripts, personal expertise and probing questions• Provided detailed answers to complex user problems within 48 hours of ownership• Managed high levels of call flow and responded to technical support needs of internal and external customers• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions• Developed and tested new product offerings prior to release to assist development team in bug identification• Provided technical and administrator level solutions to users of departmental applications and products, working closely via phone, email, live chat and web teleconference• Implemented and developed customer service training processes

Doral, Fl

Bachelor Of Science (B.S.), Applied Statistics, 3.48

Graduated with Honors 4/29/19

Undergraduate Certificate, Mathematics Of Finance

Associates Degree, Business Administration And Management, General, 3.83 (4.0)

Associates of Business Administration Degree